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Berry, M. J. A. & Linoff, G. Mastering data mining: the art and science of customer relationship management. in 111–121 (John Wiley, 2000).
2.
Kumar, V. & Reinartz, W. J. Customer relationship management: a databased approach. in 115–122 (Wiley, 2006).
3.
Kumar, V. & Reinartz, W. J. Customer relationship management: a databased approach. in 128–130 (Wiley, 2006).
4.
Kumar, V. & Reinartz, W. J. Customer relationship management: a databased approach. in 131–135 (Wiley, 2006).
5.
Lattin, J. M., Carroll, J. D. & Green, P. E. Analyzing multivariate data. in 477–490 (Thomson Brooks/Cole, 2003).
6.
Gupta, S. & Lehmann, D. R. Managing customers as investments: the strategic value of customers in the long run. (Wharton School Pub, 2005).
7.
Gupta, S. & Lehmann, D. R. Customers as assets. Journal of Interactive Marketing (John Wiley & Sons) 17, 9–24 (2003).
8.
Gupta, S., Lehmann, D. & Stuart, J. A. Valuing Customers. Journal of Marketing Research (JMR) 41, 7–18 (2004).
9.
Gupta, S. & Lehmann, D. R. Managing customers as investments: the strategic value of customers in the long run. (Wharton School Pub, 2005).
10.
Blattberg, R. C. & Deighton, J. Manage Marketing by the Customer Equity Test. Harvard Business Review 74, 136–144 (1996).
11.
Reinartz, W., Thomas, J. & Kumar, V. Balancing Acquisition and Retention Resources to Maximize Customer Profitability. Journal of Marketing 69, 63–79 (2005).
12.
Rust, R. T. A., Lemon, K. & Zeithaml, V. Return on Marketing: Using Customer Equity to Focus Marketing Strategy. Journal of Marketing 68, 109–127 (2004).
13.
Fader, P. S. & Hardie, B. G. How to project customer retention. Journal of Interactive Marketing (John Wiley & Sons) 21, 76–90 (2007).
14.
Fader, P. S., Hardie, B. G. S. & Lee, K. L. ‘Counting Your Customers’ the Easy Way: An Alternative to the Pareto/NBD Model. Marketing Science 24, 275–284.
15.
Fader, P. S., Hardie, B. G. S. & Lee, K. L. RFM and CLV: Using Iso-Value Curves for Customer Base Analysis. Journal of Marketing Research (JMR) 42, 415–430 (2005).
16.
Fader, P., Hardie, B. & Berger, P. D. Customer-Base Analysis with Discrete-Time Transaction Data. SSRN Electronic Journal (2004) doi:10.2139/ssrn.596801.
17.
Fader, P. S., Hardie, B. G. S. & Shang, J. Customer-Base Analysis in a Discrete-Time Noncontractual Setting. Marketing Science 29, 1086–1108 (2010).
18.
van Oest, R. & Knox, G. Extending the BG/NBD: A simple model of purchases and complaints. International Journal of Research in Marketing 28, 30–37 (2011).
19.
Knox, G. & van Oest, R. Customer Complaints and Recovery Effectiveness: A Customer Base Approach. Journal of Marketing 78, 42–57 (2014).
20.
During the course there may be hand-outs and other material on additional topics relevant for the course and the examination.
